Associate Technical Support Engineer - Federal
New
J
JobgetherCybersecurity
Based in the United StatesFull-TimeEntry
SalaryAnnual salary: USD $68,000. Equity: Competitive equity package.
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Job Details
- Experience
- Approximately 1–3 years of experience in technical support, IT, or another customer-facing technical role, or equivalent demonstrated ability.
- Required Skills
- NetworkingTroubleshootingTechnical supportCustomer support
Requirements
- Have approximately 1–3 years of experience in technical support, IT, or another customer-facing technical role, or equivalent demonstrated ability.
- Communicate clearly and professionally with enterprise customers.
- Explain technical concepts to technical and nontechnical audiences.
- Apply strong troubleshooting and problem-solving skills using a methodical approach.
- Have working familiarity with the Linux command line and fundamental networking concepts, or the ability and willingness to learn them quickly.
- Use AI tools with sound judgment, verifying generated information and taking responsibility for support outcomes.
- Collaborate with other support engineers while maintaining ownership of customer cases, including during escalations.
- Complete a background check as a condition of employment.
Responsibilities
- Manage incoming customer support requests through email, chat, phone, and ticketing systems.
- Communicate with enterprise customers throughout the lifecycle of each support case.
- Triage cases by severity and business impact, and troubleshoot common or known issues.
- Investigate technical problems using documented solutions, previous cases, and established fixes.
- Use AI tools to draft responses, summarize case histories, and find relevant knowledge resources, while verifying outputs.
- Escalate complex issues to Tier 2 and Tier 3 engineers and remain involved through the resolution process.
- Document system details, error messages, troubleshooting steps, and actions already attempted.
- Support routine product upgrades, patches, and configuration changes using standard procedures.
- Contribute technical knowledge-base content using Knowledge-Centered Service practices and prepare it for peer review.
- Participate in a team-wide weekend on-call rotation approximately one weekend per month.
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